Financial institutions broadly use case management solutions in alignment with existing core applications to address customer issues associated with their principal business activitiessuch as account opening, lending and call center customer service. Often, cases driven by process exceptions including customer issues, disputes, complex credit granting, special pricing requests, fee amnesty, fraudulent transactions and identity theftmust collect and manage all of the documents, data, content, collaborations, policies, rules, analytics and other information related to the case throughout its entire life cycle. This brief describes challenges and opportunities the banking industry is facing.